Complaint / review text:
I have an existing mortgage with Chase and wanted to refinance at the lower rates. Started the process May 11,2009. Faxed the documents they requested the next day. Didn't hear anything back so on June 11 I called and spoke with Shane R. Who was handling my refinance. He said they never received the fax (they had requested them to be sent within 48 hours, why didn't he let me know if they hadn't received them-especially after a month had gone by) So I refaxed everything the next day. Then I hear from a loan processor, Kathleen E., on June 23 saying she is processing my loan and they need some of the documents refaxed. At this point I'm starting to wonder what's going on. I can't get anyone on the phone and they won't return my calls. August 19 I get an email from a Laura T. Who says she is assisting with my loan and wants to order the title work. So I send her the information. I keep asking what the hold up is-no one can tell me. Kathleen says she'll tell me when the file comes back from underwriting. Sept. 30-She never does until I call her supervisor-within an hour Kathleen emails me that it has come back from underwriting but she needs more documents faxed and it has to go back to underwriting. Oct. 2 I finally realize this is never going to end or they will jack me around several more months and then probably deny the refinance. So I call one of the supervisors and request to stop the refinance and am told I will be reimbursed $350. I am told to contact Shane, so I do. I call him, he picks up and when I tell him I'm canceling it, he says he's on the phone with another client and will have to call me back! Tonight or maybe tomorrow. Yeah, right. Of course that didn't happen. I emailed I was canceling and wanted my credit card reimbursed $350. This is what he wrote back on Oct. 5:
"I know that you have been extremely patient and I couldn't agree with you more! Your file is back in underwriting for what should be the final time. You are in the last stretch now of your loan, but if you still want to cancel then please confirm once more that is your final decision. Once we cancel, it is irrevocable and we can't get your rate back. If you choose to cancel, you will be credited back $350 to your credit card after your loan is officially cancelled." I emailed him and said cancel and reimburse me. Nothing has happened, so I emailed him again. His reply to me on Oct. 13 - quot;As indicated on our initial call, as well as in recent emails, the $750 is a nonrefundable fee if you withdraw from the application. Chase is not denying you, you are simply withdrawing. Your loan was almost completed. So your credit card of course will not be reimbursed. Hope this clarifies." I wrote back and reminded him that he said in an email I would be reimbursed the $350 and I would be contacting my attorney. And that's not a joke. I haven't heard back from Chase. They are ripping people off! Is there a class action lawsuit for this yet? This is criminal. Do not deal with Chase.